Merchant/Marketplace Support Specialist,

Merchant/Marketplace Support Specialist,

GrabTaxi Pte Ltd
Malaysia
1-2 years
Not Specified

Job Description


Job Description :
Get to know our Team:

  • As part of the Merchant Operations team, customer centricity and operational efficiency is our utmost priority. We strive to provide our partners the best delivery experience through curating seamless procedures, a quick turnaround time, and the execution of high-quality work.

Get to know the Role:

  • Attend to all merchant inquiries.

  • Work with various different teams to refine and produce the best solution for merchant problems

  • Go above and beyond to ensure merchants feel valued as a partner

  • Serve merchants by providing product and service information; resolving product and service problems.

  • Proactively liaise with delivery partners and merchants to ensure orders run smoothly.

  • Optimize rider utilization target across Malaysia.

  • Specialize in the investigation of uncompleted orders.

  • Manage and grow the way we communicate with our merchant partners

  • Work alongside account managers, marketing, and creative to develop creative content strategies to support merchant best content practices.

The day-to-day activities:

  • Attend merchant queries via in-app by answering product and service questions; suggesting information about the product and service.

  • Resolves product or service problems by clarifying the merchant's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem

  • Expediting correction or adjustment; following up to ensure resolution.

  • You will act as the liaison between the merchant and Grab - acting as a support system attending to their needs and queries.

  • You will help merchants become fully comfortable with our processes and systems so that they can make the most out of their new partnership with Grab.

  • Oversee real-time food delivery process across Malaysia while serving as a coordinator between delivery partners, customers, and restaurants.

  • Providing feedback to relevant departments to help improve our customer experience

  • Any ad-hoc duties assigned as required by the management.

  • Strategize, plan and manage how we want to engage all our merchant partners and shape the way we communicate with them on a daily basis

  • Maintain all merchant communications channels (including our blogs, help-centers and email channels - merchant's key sources of information)

  • Ensure all communications to merchant partners are clear, consistent, informative, and reflect our company mission and policies

  • Collaborate with internal teams to create landing pages and optimize the user experience

The Must Haves:

  • Able to work well under time-sensitive conditions with tight deadlines.

  • Strong verbal communication, writing, and interpersonal skills.

  • Structured understanding of operational processes.

  • Fluent in written and spoken English and Bahasa Malaysia (Mandarin is a plus)

  • 1-2 years experience in Account Management, Operations, Customer Service, Communications, PR, Marketing, Hospitality, or any other related fields.

  • Experience in a customer-centric environment in the service industry would be a plus

  • A highly organized and detail-oriented mindset

  • Sharp, persuasive copywriting skills

  • Independent, proactive, and critical thinking skills.

  • Ability to multitask and work in a team environment.

  • Fresh graduates with relevant internship experiences are welcome to apply

Job Details

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